Customers can raise a claim from the moment an order is paid and you start work, up to 7 days after the job is marked complete. A claim is not a punishment: it is your chance to put your own work right, before someone else makes the call.
What you receive
You get a notification with the type of issue, the customer's account, and their photos. You can view all of it again on the order detail page.
Your steps
- Reply within 24 hours with a suggested time to come and fix things, or by escalating the claim to the Yukser team if you disagree (see step 2). If 24 hours pass with no reply at all, the claim automatically goes to the Yukser team and it is no longer in your hands.
- Disagree with the claim? You can escalate it straight to the Yukser team. Explain your reasons; we listen to both sides.
- Come and fix it. The repair falls within the scope of the original order, so there is no additional service charge for the customer.
- Mark the repair complete in the app. The customer has 3 days to confirm. If there is no response, the claim closes automatically on the third day.
What about my payment?
While a claim is open, the payout for that order is held. Once the claim is resolved, payment proceeds as normal. So the sooner you respond, the sooner the money reaches you.
If no resolution is found
- Your suggested time is rejected twice: the Yukser team takes over what happens next.
- The customer rejects your repair: the claim escalates to the Yukser team.
We listen to both sides and then make a decision: a repeat repair, an alternative solution, or a refund to the customer.
Tips
- Before and after photos of the repair are very helpful if there is a disagreement later.
- Message the customer via chat before you arrive. Clear communication often solves half the problem.
- Suggest a realistic time. Promising tomorrow and then cancelling does more damage than suggesting the day after.
A warranty claim does not automatically lower your rating. We assess each case individually. What matters most is how you handle it.